Ensuring a Highly Available and Highly Scalable Platform

Braze, a cloud-based company that develops customer relationship management software, was facing challenges in scaling their systems and resolving customer support tickets. The company processes more than 8 billion API requests and sends more than 2.7 billion daily messages to a network of over 2.4 billion monthly active users. With a growing engineering organization, teams had different techniques and tools for evaluating the performance of their applications and scaling their systems. The organization needed a uniform way of determining whether provisioned infrastructure was appropriate for the traffic, forecasting future needs, and investigating performance-related issues. Additionally, many technical customer support tickets were escalated directly to the Product and DevOps engineering teams, effectively bypassing the Global Services and Support team when the questions were about performance, uptime, or throughput. This led to distractions for engineering and deprived Support and Success of the ability to quickly resolve customer tickets.

Braze is an American cloud-based company that develops customer relationship management software to help businesses with multichannel marketing. Its software is used by 2.5 billion users and processes approximately 1.5 billion messages per month. The company has more than 900 customers and continues to grow its employee headcount and customer base despite the pandemic. On a daily basis, Braze processes more than 8 billion API requests and sends more than 2.7 billion daily messages to a network of over 2.4 billion monthly active users. The company grew its employee headcount by 57% in 2019, ending the year with almost 500 employees.